Pandemic-era restrictions have lifted, but that doesn't mean hotel amenities should look the same as they did in 2019. Guests are expecting the return of conveniences to which they were accustomed such as a complimentary hot breakfast, health and wellness facilities, and turndown service. Hotels have a major opportunity to not only reinstate these COVID-cut services but uplevel them to increase customer lifetime value and create new revenue streams. Here are 12 ways to bring unexpected value to expected guest services. READ MORE
In this article I am going to explain why I think that the relentless increase in contactless technology will weaken hugely the spirit of hospitality in hotels. New technology and amenities will improve guest convenience and maybe exceed the expectations of many guests, but the service experience will be detached more and more from the essence of hospitality. READ MORE
Recent years have seen a substantial increase in the number of digital solutions being integrated into various aspects and sectors of our lives; travel, banks, retails, food ordering, and more. How has the hospitality industry leveraged these technologies, and what are the key points to look out for and consider when implementing digital solutions to assist and improve your hotel's operations? READ MORE
Many of us in hospitality like to think that "there are no silos, here." But is that the reality? The pandemic put that assertion to the test and many hotel disciplines were prompted to work together in new ways to care for guests-and to care for each other. These experiences are helping us rethink our human resources approaches going forward. READ MORE
Hotel employees have the ultimate control over whether guest experiences exceed or fail to live up to expectations. To earn their commitment in going the extra mile, hoteliers need to equip their teams with the right tools and workplace conditions to succeed. Using newer workforce management strategies and technologies, the goal of providing truly exceptional service is now within reach. READ MORE